Clinical Operations Supervisor - One Call Contact Center

The Jewish Board; New York (NY); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a Clinical Operations Supervisor for its One Call Contact Center. This pivotal role involves overseeing client engagement specialists, ensuring high-quality service delivery, and conducting assessments to determine client needs. The ideal candidate will possess strong communication and organizational skills, along with relevant clinical or operational experience. Join a compassionate team dedicated to providing innovative mental health services to the community, and enjoy generous benefits including paid time off and comprehensive health plans. This is an excellent opportunity to make a meaningful impact in the lives of individuals and families.

Benefits

Generous paid time off

Affordable medical/dental/vision plans

15 sick days

Qualifications

• LCSW preferred or LMSW with 3 years of experience required.
• At least 1 year of experience in safety and risk assessment.

Responsibilities

• Supervise client engagement specialists and ensure quality service.
• Conduct assessments and document findings for client appropriateness.

Skills

Communication Skills

Teamwork

Organizational Skills

Risk Assessment

Education

LCSW

LMSW with 3 years of experience

MBA with 3 years of experience

Tools

Microsoft Outlook

Microsoft Excel

Microsoft PowerPoint

Electronic Health Record

Job description

Clinical Operations Supervisor - One Call Contact Center

463 7th Ave, New York, NY 10018, USA Req #24679

Friday, April 11, 2025

Make a bigger difference

PURPOSE

The Jewish Board’s treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, instill hope, and strengthen resiliency.

PROGRAM DESCRIPTION

The One Call Contact Center (OCCC) is a hybrid centralized registration and scheduling unit serving all divisions of the Jewish Board. The Clinical/Operations Supervisor, under the direction of the Senior Director of OCCC, is responsible for the training and supervision of the OCCC client engagement specialists, ensuring positive working relationships with referring agencies and JB programs, and a positive “customer experience” for individuals and families seeking JB services.

CORE COMPETENCIES AND RESPONSIBILITIES include but are not limited to:

• Assessment of Client Appropriateness
  • Conduct interviews or assessments as required by program to determine client appropriateness.
  • Document interviews, assessments, recommendations, next steps as required by program.
• Assessment of Client Risk
  • Conduct a risk assessment when callers screen positive for potential to harm self or others to determine risk level and required response.
  • Document assessments, recommendations, and next steps.
• Completion of Urgent and Standard Client Referrals
  • Review urgent referrals to determine appropriateness for care at JB programs.
  • Timely and accurate documentation in electronic health record.
• Quality Review
  • Maintain and coordinate monthly and yearly data collection and statistics for team.
  • Review of calls and documentation for quality assurance.
• Advocacy and outreach with existing and potential referral resources.
• Staff Supervision and Training
  • Participates in program orientation and training of OCCC workers.
  • Regularly scheduled Team Meetings.

REQUIREMENTS:

• LCSW preferred, LMSW (with 3 years of clinical and supervisory experience), or MBA (with 3 years of operational, supervisory, and quality improvement experience).
• At least 1 year of experience/training in safety and risk assessment.
• Excellent communication, teamwork, independent functioning and organizational skills required.

COMPUTER SKILLS REQUIRED:

• Competency with Microsoft Outlook, Excel, PowerPoint, and electronic health record/client charts.

WORK ENVIRONMENT / PHYSICAL EFFORT:

• Regularly required to speak clearly and hear the spoken word well.
• Able to spend long hours sitting and on computer.

If you join us, you’ll have these great benefits:

• Generous paid time off in addition to agency holidays and 15 sick days.
• Affordable and high-quality medical/dental/vision plans.

Who we are:

The Jewish Board delivers innovative, high-quality, and compassionate mental health and social services to over 45,000 New Yorkers each year.

More on Equal Opportunity:

We respect diversity and are an equal opportunity employer.